Senior Customer Success Associate

$51,550 - $70,850/Yr

Wolters Kluwer - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

Publishing Industries

About the position

The Senior Customer Success Associate in the Enterprise Client Team at Wolters Kluwer is responsible for leading complex business license research projects for enterprise-level clients. This role involves managing client relationships, conducting detailed research on licensing requirements, and ensuring timely delivery of research packages. The position requires strong organizational and communication skills, as well as the ability to work independently in a fast-paced environment.

Responsibilities

• Leads large-scale, complex research transactions for enterprise level direct and partnership clients
• Establishes project plans and key milestones for enterprise client projects
• Manages the client/partnership relationship throughout all phases of project lifecycles
• Conducts industry and location specific research for clients, identifying all federal, state, county and city level business licensing requirements
• Creates business specific research packages for timely delivery to clients in line with established key performance indicators
• Identifies and compiles licensure specifications in both PDF and Excel formats, including forms, hyperlinks, supporting documents, exam requirements, prerequisites, turnaround times, fees, and renewal data
• Delegates research functions to Customer Success Associates with appropriate oversight
• Communicates directly with government agencies to assist with business license research inquiries
• Provides proactive updates to clients and partners regarding order statuses and delays
• Concisely conveys findings to clients and team members via oral and written correspondence
• Partners with the Knowledge Specialist Team to centralize research stemming from team work product
• Synergizes with other internal teams when team work product will convert to other services
• Seeks new ways to improve department deliverables, products, and workflows with the goal of efficiency in mind

Requirements

• Minimum Bachelor's degree, or equivalent
• 3+ years of experience, preferably in the licensing field
• Exceptional interpersonal skills to communicate with partner representatives, government agencies, colleagues and clients
• Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
• Ability to adapt to changing regulatory environment
• Ability to work independently, handle pressure, multi-task and prioritize work at all times
• Excellent organizational and communication (both verbal and written) skills
• Ability and desire to work in a fast paced environment
• Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite and Adobe PDF)
• Excellent attention to detail and high degree of accuracy and consistency